Forum Discussion

Housey_500's avatar
Housey_500
Joining in
24 days ago
Solved

Urgent Assistance Required for Virgin Media Account Access Issues

Hello. 

Despite being a loyal Virgin Media account holder, I have been unable to access my apps on my phone as I have been unexpectedly logged out. Unfortunately, I do not use the apps regularly enough to remember my password, and my attempts to reset it have been unsuccessful. When I try to change my password, I receive a message stating that my email address is not valid, or the website simply freezes. Additionally, I have attempted to reset my user ID, but the website crashed during the process. I have also cleared my cookies, but this has not resolved the issue.  

I find this situation unacceptable and would appreciate your immediate assistance in resolving this matter as I continue to be billed every month, but cannot make any changes to my plan which is coming to an end in month's time.

Please advise on the next steps to regain access to my account.

Thank you.

  • Molly_T's avatar
    Molly_T
    23 days ago

    Hi Housey_500 👋 Welcome to the community forum! Thanks for posting. 

    Sincerest apologies for the issues with your My VM access. We have a known, sitewide issue at the moment affecting customers access. The team behind the scenes are working to get this sorted ASAP. 🤞 Hopefully it will be back in 24-48 hours, but please do keep us posted if you continue to be unable to access the service. We can then offer further support if needed once the issues are confirmed as resolved on our side. 

    Thank you for your patience in the meantime! 🌞

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    24 days ago

    This is not a direct line to VM as it’s a Community based forum and may take a couple of days to get a response.  For urgent requests please phone CS directly.

    • Molly_T's avatar
      Molly_T
      Forum Team
      23 days ago

      Hi Housey_500 👋 Welcome to the community forum! Thanks for posting. 

      Sincerest apologies for the issues with your My VM access. We have a known, sitewide issue at the moment affecting customers access. The team behind the scenes are working to get this sorted ASAP. 🤞 Hopefully it will be back in 24-48 hours, but please do keep us posted if you continue to be unable to access the service. We can then offer further support if needed once the issues are confirmed as resolved on our side. 

      Thank you for your patience in the meantime! 🌞